Journal of Strategic Management Studies

Journal of Strategic Management Studies

Present the pattern of trust-satisfaction with special emphasis on swiching cost in insurance industry

Document Type : Research

Authors
sana Haji safar kermanee 1
Hormoz Mehrani 2
Mohammad Reza Hamidizadeh 3
Abas-ali Haji-karimi 4
1 Departmet Of Commercial Management,North Tehran Branch,Islamic Azad University,Tehran,Iran
2 Assistant professor,Department of management,Ghazali Higher education institute.Ghazvin,iran.
3 Department of Business Administration, Faculty of Management and Accounting, Shahid Beheshti Gniversity, Tehran, Iran.
4 Associate professor, Faculty of Management and Accounting Shahid Beheshti University, Tehran, Iran
Abstract
The increase fraud of some insurance companies has caused the loss of customers' trust in the choice of insurance company and has greatly affected the trust and satisfaction of the insurer. In this research, we seek to identify and design a satisfaction-trust model, which are two important indicators for customer loyalty. By identifying these factors and testing thirteen research hypotheses, insurance companies can design strategies that guarantee the success of the organization in the long run. The research model was proposed based on previous studies at home and abroad and the views of experts. The statistical population of the present study is the agencies of three insurance companies in Iran, Alborz and Asia in Tehran.The main tool for data collection is questionnaire. Finally by collecting data questionnaire based on correlation analysis and structural equation model using AMOS and SPSS 18 software were analyzed. The results indicated that 1) the insurer's ability and honesty affect customer confidence 2) the insurer's trust significantly affected It is effective 3) The costs of switching affect loyalty. And satisfaction alone is not enough and customers may not be loyal despite their satisfaction.
Keywords
Trust
Satisfaction
Insurance
Loyalty
Switching Cost

Subjects

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Journal of Strategic Management Studies
Volume 11, Issue 43
Summer 2020
Pages 139-154

  • Receive Date 31 December 2019
  • Revise Date 19 February 2020
  • Accept Date 02 May 2020